Communication preferences displays your communication preferences with the customer. Here you can determine how invoices, statements, and other documents are sent to the customer by email, post, or electronic channels (such as Peppol or Chorus Pro).
You can set preferences for all invoice types at once or per type individually, and adjust the language of documents if necessary.
The invoice communication bar contains:
Email – send documents as PDF attachments to the primary email address
Post/Manual – physical mailing by letter/requires manual mailing or processing
Skip
Amended
Invoice types for which you can set preferences:
Advance invoices
Settlements
Final notes
Credit notes
Incidental notes
Correction notes
Collection cycle
Language setting for documents
By default the organization language is used
You can select a different language per customer
How preferences are applied
If a specific preference has been set per invoice type, it will take precedence
If there is no specific preference, the catch-all preference applies.
If no preference is set, the organization default applies
“Skip with direct debit”
When Skip on SDD is set:
If the customer uses direct debit, shipping will be skipped
If the customer does not use SDD, communication will be sent automatically by email (or manually if email is not available).
All communications concern transaction messages (such as invoices, statements or payment reminders).
There are no marketing messages or separate opt-in settings in this system.
Manage Preferences
Set default preference
Go to the Communications Map
Check 'Change invoice communication'
Select a tab:
Email – all invoices via email
Manual/Post – send all documents manually
Skip
Amended
(Optional) Select a Collection Flow
Click Save
Custom preference per invoice type
Go to the Communications Map
Check 'Change invoice communication'
Select the Custom tab
Select the desired shipping method per invoice type (None, Email, By Post, Manual, Skip with SDD, E-invoicing)
(Optional) Select a Collection Flow
Click Save
Set language preference
Go to the Communications Map
Check Choose another language
Select a language from the dropdown list
Click Save
Delete preferences
To return to the organization's default settings, disable 'Change invoice communication'
Disable Choose another language to use the organization's default language
Channels and requirements
Channel | Requirements | Usage |
Primary email address | Sending invoices, notes, notifications (PDF attachment) | |
SMS (collection cycle) | Mobile phone number + function activated for your organization | Reminders and payment notifications |
Post | Valid billing address + postal delivery enabled | Physical documents by mail |
E-invoicing | Peppol or Chorus Pro integration | Electronic invoices without PDF |
Manually | No automatic shipping | Manual processing |
Skip direct debit | Payment method = SDD | Communication is automatically skipped |
Preferences are saved when you save changes
Each change generates an audit event with a time stamp
There is no explicit opt-in/opt-out process
To stop shipping:
Set preferences to Manual or None
Or delete email/phone contacts to prevent electronic sending
Situation | Explanation |
No contact details | Unable to select Email/SMS/Post without correct data (validation prevents saving) |
Email bounced or unreachable | Bounce handling is done through the email provider; no automatic blocking in the system |
SMS not delivered | SMS provider dependent; no automatic suppression |
No double opt-in | Preferences take effect immediately after saving |
Multiple contact methods | The system always uses the primary contact entry |
Problem | Solution |
“I unsubscribed but I still receive invoices” | Check that all preferences are set to Manual or None and that there are no specific invoice types with different settings. |
“I'm not receiving emails” | Please check for a primary email address, ensure the spelling is correct and check your spam folder. |
“I am not receiving text messages” | Check that SMS is enabled and a mobile number is present. |
“I am not receiving any mail” | Please check that postal delivery is enabled and the billing address is correct. |
“My language preference is not applied” | Please check if Different language preference is checked and if the chosen language is supported by your organization. |
Can I set different preferences per invoice type?
Yes, via the Custom tab.
What happens if I don't set preferences?
The organization's default settings are applied.
Can I receive invoices through multiple channels?
No, there is one channel per invoice type.
How do I stop all communication?
Set all preferences to Manual or None, or remove the contact information.
What is a Collection Flow?
A collection process that determines how payments are collected; separate from communications.
Can I set preferences for annual overviews?
Yes, via the Custom tab.
What does “Skip for direct debit” mean?
If the customer pays via SEPA Direct Debit, documents will not be sent.
Can I change language preferences?
Yes, via Different language preference → choose language → Save.
Can I use SMS for some invoices and email for others?
Yes, via Custom per invoice type.
What if the customer doesn't have an email address?
You must first add a primary contact (email, phone, or address) before you can choose that channel.
Opt-in / Opt-out: manual choice to receive or not receive communications
Transactional: business messages such as invoices or payment reminders
Skip if SDD skips shipping with direct debit
Collection Flow: configuration of the collection process
Primary Contact Method: The default listing per channel type
Catch-all preference: general preference that applies to all invoice types without specific setting